Application of fuzzy quality function deployment model, group decision making and choquet integral to improve service quality in engineering education

• Autores: Adnan Aktepe
• Localización: The International journal of engineering education, ISSN-e 0949-149X, Vol. 35, no. 1 (Parte A ), 2019, págs. 182-194
• Idioma: inglés
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• Resumen

  • This paper considers ways to increase service quality levels at engineering programs and actions to be taken foraccomplishing this. The aim of this paper is to develop and implement a Quality Function Deployment (QFD) modelfor engineering programs in Turkey. The research determines the most important technical requirements based onconsidering Voice of the Student (VOS), which is measured with a Service Quality (SERVQUAL) application-basedmeasurement model. The students’ responses to SERVQUAL survey are considered by a group decision-makingapproach. Group decision-making approach is used to attach importance to the ideas of students. The Choquet integralas an aggregation operator is used firstly for aggregating the weights of each response in order to determine the weight ofeach dimension of SERVQUAL application and secondly for aggregating the SERVQUAL weights and relationshipmatrix. Finally key factors for increasing qualified and sustainable education are proposed.